Friction points are an opportunity to delight clients

The video discusses the importance of going beyond basic professionalism to delight clients. It highlights unique strategies like sending muffins to new mothers and flowers to clients when mistakes occur. The focus is on identifying friction points in client interactions and addressing them effectively. The speaker emphasizes the importance of acknowledging mistakes and resolving them promptly to maintain client trust. Over 13 years, these strategies have resulted in minimal client loss, demonstrating their effectiveness.

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